Technical Customer Support Specialist

Maqsam is the leading Arabic AI-powered Contact Center Solution in the MENA region designed to revolutionize customer experience. Leveraging groundbreaking advancements in AI technology, Maqsam has spearheaded accurate Arabic Call Transcription, advanced analytics, and insights, along with unique AI modeling utilizing its in-house designed LLM.

With Maqsam, support and sales teams can automate repetitive tasks, increase efficiency, and drive revenue growth across multiple communication channels including voice calls, WhatsApp and more. We enable companies to expand market reach and establish local presence with access to local numbers in more than 200 cities. Companies can integrate Maqsam with their preferred CRM system to optimize data management and deliver customer service that exceeds expectations.

We are seeking a dedicated and enthusiastic Customer Support Specialist to join our team at Maqsam. The ideal candidate will be responsible for providing exceptional customer support, addressing inquiries, resolving issues, and ensuring customer satisfaction. The Customer Support Specialist will act as the first point of contact for customers, delivering outstanding service and fostering positive relationships.

Your Top Responsibilities

• Provide operational and technical support to customers, adhering to defined SLAs to ensure timely and accurate resolution of issues.
• Escalate unresolved issues and ensure proper documentation. Perform regular checkups to avoid service disruptions and meet customer expectations.
• Act as the customer advocate internally, coordinating with internal teams and ensuring clear communication to resolve faults and maintain high customer service standards.
• Minimize downtime by ensuring swift restoral times, and escalate issues to specialized resolver teams as needed, both within and outside of Maqsam.
• Detect service-related issues, conduct diagnostics, and take ownership of service requests to ensure efficient problem resolution.
• Document lessons learned, known errors, and operational insights, and share this knowledge across teams to enhance service quality and reduce recurring issues.
• Adhere to industry best practices to deliver efficient and high-quality service, while continuously evaluating opportunities for improvement.
• Ability to be available for on-call as required, responding promptly to urgent support needs outside standard hours.
flexibility to accommodate different shifts as needed.

What We Expect from You

• 1-3 years of experience in technical customer support, preferably in a SaaS or IT environment.
• Proven ability to handle a wide range of customer issues, from technical troubleshooting to relationship management.
• Strong verbal and written communication skills in English and Arabic.
• Empathetic and professional approach when dealing with clients.
• Familiarity with API integrations and troubleshooting API-related issues.
• Ability to analyze technical data, logs, and reports to identify underlying issues and long-term solutions.
• Excellent troubleshooting and problem-solving skills, with a methodical approach to resolving technical issues.
• Ability to manage multiple tickets simultaneously, prioritize high-impact issues, and maintain clear communication with clients regarding progress and resolution timelines.
• Ability to work flexible hours, including evenings, weekends, or on-call shifts, depending on the support needs.
• Relevant IT certifications such as ITIL v4, CHDP, Customer Service Excellence is a plus

What We Provide

Join a world-class team at Maqsam, where your growth is our priority. Heres what you can expect

• A Collaborative and Friendly Environment.
• Personal and Professional Growth: Opportunities to learn and become a world-class professional.
• Competitive Compensation: We value your contribution.
• Transparency: A culture that thrives on open communication.
• Benefits: First-class health insurance, and more.
• Part of Something Big: Work with seasoned professionals and be proud of being part of the exciting world of SaaS business.

Ready to join Maqsams team? Apply now!